FURTHER RESEARCH

Further research

AXELOS publications

AXELOS (2020) ITIL^®4: Digital and IT Strategy. TSO, London.

AXELOS (2020) ITIL^®4: Direct, Plan and Improve. TSO, London.

AXELOS (2020) ITIL^®4: Drive Stakeholder Value. TSO, London.

AXELOS (2020) ITIL^®4: High-velocity IT. TSO, London.

AXELOS (2020) ITIL^®4: Practice guides. Available through MyITIL: https://www.axelos.com/my-axelos/my-itil [accessed 10 July 2020].

AXELOS (2019) ITIL^® Foundation: ITIL 4 Edition. TSO, London.

AXELOS (2018) A Guide to AgileSHIFT^®. TSO, London.

AXELOS (2017) Managing Successful Projects with PRINCE2^®. TSO, London.

AXELOS (2016) ITIL^® Practitioner Guidance. TSO, London.

AXELOS (2015) PRINCE2 Agile^®. TSO, London.

AXELOS (2015) RESILIA^®: Cyber Resilience Best Practice. TSO, London.

Cabinet Office (2011) Managing Successful Programmes. TSO, London.

Office of Government Commerce (2010) Management of Risk: Guidance for Practitioners. TSO, London.

Office of Government Commerce (2010) Management of Value. TSO, London.

End notes

1. Herzburg, F. (2003) One more time: how do you motivate employees? Harvard Business Review. https://hbr.org/2003/01/one-more-time-how-do-you-motivate-employees [accessed 08 January 2020].

2. Ron Ashkenas (2015) There’s a difference between cooperation and collaboration. Harvard Business Review (20 April 2015) https://hbr.org/2015/04/theres-a-difference-between-cooperation-and-collaboration [accessed 08 January 2020].

3. Schatsky, D., Muraskin, C. and Iyengar, K. (2016) Robotic process automation: a path to the cognitive enterprise. Signals for Strategists. Deloitte University Press. https://www2.deloitte.com/content/dam/insights/us/articles/3451_Signals_Robotic-process-automation/DUP_Signals_Robotic-process-automation.pdf [accessed 08 January 2020].

4. https://www.gartner.com/en/documents/3364418 [accessed 08 January 2020].

5. Beyer, B., Jones, C., Petoff, J. and Murphy, N.R. (2016) Site Reliability Engineering. How Google Runs Production Systems. Google Books.

6. For example, releasing a new service component to users at the same time as it is deployed into production allows users to begin creating value as quickly as possible. However, this action might then create high variances in the cost and quality of support, and so it might be beneficial to delay the release until support teams are properly trained and adequately resourced.

7. Adapted from: Lean.org (What is value-stream mapping? https://www.lean.org/Search/Documents/80.pdf) [accessed 08 January 2020].

8. A good explanation of value leakage (from a strategic perspective) can be found at: https://taubsolutions.com/prevent-value-leakage-greatest-threat-business-value-realization/ [accessed 08 January 2020].

9. Refer to the service desk practice guide for more details.

10. More information can be found in the body of knowledge called the Theory of Constraints.

11. See ITIL^® 4: High-velocity IT and the portfolio management practice guide for more information; practical examples can be found in https://leankit.com/learn/lean/cost-of-delay/ [accessed 08 January 2020].

12. https://www.scaledagileframework.com/wsjf/ [accessed 08 January 2020].

13. More information on swarming can be found on the website of the Consortium for Service Innovation (https://www.serviceinnovation.org/intelligent-swarming/).

14. ITIL^® Foundation: ITIL 4 Edition (2019), section 5.2.5 on incident management.

15. This is often referred to as ‘cargo-culting’. An interesting discussion of this phenomenon in Agile software development can be found at https://www.jamesshore.com/Blog/Cargo-Cult-Agile.html, but the principle applies to the use of newer technology. To put it another way, correlation does not imply causation.

16. For example, Paypal was created by a security software company to transfer money between handheld devices in 1998, but evolved into an online money transfer company by 2000.

17. An interesting discussion on the cycle of maturity of technology and emergence of new technology can be found at https://blog.gardeviance.org/2015/09/how-commodity-is-something.html [accessed 08 January 2020].

18. A holistic perspective of costs across the lifecycle or usage or a service component is often referred to as ‘total cost of ownership’.

Other publications

Araujo, C. (2012) The Quantum Age of IT: Why Everything you Know about IT is about to Change. IT Governance Publishing, Cambs.

Degrandis, D. (2017) Making Work Visible: Exposing Time Theft to Optimize Workflow. IT Revolution Press, Portland.

England, R (2013) Plus! The Standard+Case Approach: See Service Response in a New Light. CreateSpace Independent Publishing Platform, California.

Forsgren, N., Humble, J., and Kim, G. (2018) Accelerate: The Science of Lean Software and DevOps. Building and Scaling High Performing Technology Organizations. IT Revolution Press, Portland, OR.

Kim, G., Debois, P. and Willis, J. (2016) The DevOps Handbook: How to Create World-Class Agility, Reliability, and Security in Technology Organizations. IT Revolution Press.

Lencioni, P. M. (2002) The Five Dysfunctions of a Team: A Leadership Fable. John Wiley, New Jersey.

Pink, D. H. (2011) Drive. Canongate Books Ltd, Edinburgh.

Schwartz, M. (2017) A Seat at the Table: IT Leadership in the Age of Agility. IT Revolution Press, Portland.

Websites

Agile Manifesto: http://www.agilemanifesto.org [accessed 08 January 2020].

Balanced Scorecard Institute: https://www.balancedscorecard.org/ [accessed 08 January 2020].

International Organization for Standardization: ISO 20000: https://www.iso.org/standard/70636.html [accessed 08 January 2020].

Lean IT: http://leanitassociation.com [accessed 08 January 2020].

The IT4IT™ standards: https://publications.opengroup.org/standards/it4it [accessed 08 January 2020].

The Open Group Architecture Framework (TOGAF®) standards: https://publications.opengroup.org/standards/togaf [accessed 08 January 2020].

The Standard + Case approach: applying case management to ITSM: http://www.itskeptic.org/standard-case [accessed 08 January 2020].

Three ways of DevOps: https://itrevolution.com/?s=three+ways+of+devops [accessed 08 January 2020].

What is value stream mapping?: https://www.lean.org/Search/Documents/80.pdf [accessed 08 January 2020].